SOL-1664 Technical Support Agents
技术支持代理通过提供明确和专业的客户支持来推动 Zuma 的增长，以确保客户保持满意并能够实现他们寻求的产品和商业结果。代理将通过多种频道 （电话，门票系统，直播聊天和屏幕共享工具）与客户互动，识别和解决技术支持请求，同时不断教育客户如何有效地使用平台。技术支持代理角色是对学习，清晰沟通，解决问题和技术热情人士提供了极好的机会。要求要求 · 34年的技术支持解决复杂的技术问题经验。· 英语书面交流能力优秀，具有强大的语言能力。· 使用支持工具的经验：· JIRA · Zendesk · 使用在线协作工具的经验，如：· Slack · Google Meet · 舒适与不同时区分布式团队合作。· 强大的学习能力和不断变化的技术环境中适应的能力。· 在云计算应用程序支持的经验；• AWS · GCP · 或其他云平台的经验。· 与多个数据源连接的第三方集成平台的经历。
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This is a remote position.
Technical Support Agents drive Zuma’s growth by providing clear and professional customer support to ensure clients remain satisfied and are able to achieve the product and business outcomes they are seeking.
Agents will interact with customers through multiple channels (phone, ticketing systems, live chat, and screen-sharing tools) to identify and resolve technical support requests, while continuously educating customers on how to effectively use the platform.
When necessary, you will be expected to reproduce technical issues and escalate them to the Engineering team, taking ownership of customer communication and managing expectations regarding resolution timelines.
The Technical Support Agent role represents an excellent opportunity for individuals who are passionate about learning, clear communication, problem-solving, and technology.
Requirements
Requirements
· 3–4 years of experience in technical support resolving complex technical issues.
- Excellent written communication skills in English with strong overall language proficiency.
- Experience using support tools such as:
- JIRA
- Zendesk
- Experience using online collaboration tools such as:
- Slack
- Google Meet
- Comfortable working with distributed teams across different time zones.
- Strong ability to learn quickly and adapt to constantly evolving technology environments.
- Experience supporting cloud-based web applications in environments such as:
- AWS
- GCP
- or other cloud platforms
- Experience supporting platforms with third-party integrations connected to multiple data sources, such as:
- External CRMs
- External databases not directly managed by the company
- Experience supporting agentic AI applications, machine learning systems, or natural language processing (NLP) applications.
Originally posted on Himalayas